Sharepoint Connection Issue
Kcawley
Enthusiast - Level 1

I have spent hours on the phone with Microsoft and chatting with Fios Support with no help (more on that below). My company uses Sharepoint/Onedrive for everything.  Has anyone else been able to solve something like this or any suggestions for getting to the right part of Fios Support to get help?

I've found various other posts on here alluding to issues with IPv6 and packets being dropped by intel and some saying I need to whitelist a specific domain, but each of these were a little different then my situation or from a decade ago.

My Issue: Most of the time the connection to Sharepoint and Onedrive is broken and I cannot download/open files that are stored in the cloud or on my computer (bc it checks for updated versions in the cloud), cannot add attachments I just saved to emails, or share files I'm working on by creating a link. Some times I cannot even save the file I am working on if the folder/library is backed up to the cloud.  It even prevents Teams from being able to access my calendar. Occasionally multiple page refreshes will eventually open a file shared with me via link in the browser version of Microsoft Word/Excel/PPT. But its very hit or miss and most of the time doesn't work.

If I hop on my hotspot on my phone, it works. And for a short period of time after (minutes not hours) - sharepoint will connect fine. If I reset the router or completely disconnect from the wifi for a period of time (say on travel or going into my office) the connection will work temporarily again for a few minutes.

I only experience this with Sharepoint. Here are some videos I recorded for my IT team

Trying to save a file 

Trying to add that file to an Email 

An Example of an error message I receive:

Kcawley_0-1685472099053.png

 

 

Some Background:

  • I moved and switched to Fios in my apartment about 6 months ago and around the same time received a new laptop at work.
  • It's a Dell Intel Evo managed by my work, so limited Admin control.
    • Ex: my new VZ home internet network is set as a public network and I cannot change that

What has been "Checked"

  • Microsoft and my IT guy checked my firewall settings and said the issue is not the network being set to "Public"
  • They used the command Prompt to ping Microsoft.com and Sharepoint.com and found that the connection to one or both periodically timed out. They said that is Verizon refusing the connection and I need to deal with Verizon to fix it.
  • Next I tried working with VZ Support over Chat, but he just tried to sell me a faster speed network. He claimed to have found "issues" he removed from my gateway/router but nothing was resolved and I gave up after the pushy sales tactic. It was pretty deceptive where he tried to get me to verbally authorize an upgrade disguised as a means for resolving my issue. Faster internet has nothing to do with my issue.
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BitsInMotion
Enthusiast - Level 1

I had something similar in the past and I found that it was an MTU issues. You could ask your IT to verify that for you, or I found that you could run traceroute --mtu in Linux. Not sure what's available for Windows.

Reference: https://netbeez.net/blog/troubleshooting-mtu-issues/

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2 Replies
BitsInMotion
Enthusiast - Level 1

I had something similar in the past and I found that it was an MTU issues. You could ask your IT to verify that for you, or I found that you could run traceroute --mtu in Linux. Not sure what's available for Windows.

Reference: https://netbeez.net/blog/troubleshooting-mtu-issues/

Kcawley
Enthusiast - Level 1

oh that is interesting. It was on the "ping" (which the article mentions) that the Microsoft tech figured out the connection was timing out. I'll see about that with them.